一、 中文部分
方炳林 (1986),「教學原理」,教育文物出版社,台北。
中華民國品質學會 (1997),「ISO國際標準服務業品質管理」,中華民國品質學會。
田振榮 (2002),「建立技專校院提昇教學品質指標之研究報告」,教育部委託研究計畫,台北。
田培林 (1983),「教育學新論」,文景出版社,台北。
江義平 (2000),「教學服務品質衡量模式建構及分析之研究」,亞太管理評論,第五卷第一期,95-115頁。江國良 (2006),「ISO 9001: 2000/IWA2國際性教育品質管理標準的內容與應用」,ISO /IWA2國民教育品質研討會,台北:台灣產業國際化協會。
呂執中 (2003),「ISO 9001國際品質管理」,滄海書局,台中。
吳清山 (2007),「提升教育品質,強化教育競爭力」,品質月刊,第四十三卷第八期,62-66頁。吳清山與王令宜 (2008),「從認可評鑑走向品質保證」,評鑑雙月刊,第十六期,9-12頁。
吳滿 (2002),「ISO 9000 系統應用於大學行政品質管理之研究」,國立暨南國際大學教育政策與行政研究所碩士論文。李增興 (1998),「企業管理教育中服務品質之研究-利用品質機能展開法」,淡江大學管理科學研究所碩士論文。杜壯 (2000),「服務復原管理概念性模式之構建」,國立交通大學經營管理研究所博士論文。林公孚 (2001),「ISO 9001: 2000對文件化有何要求」,品質月刊,第三十七卷第三期,83-85頁。
林宏長 (1994),「企研所專業教育之服務滿意度衡量-公私立大學研究生之觀點」,國立中央大學企業管理研究所碩士論文。
林世賢 (2003),「國營企業實施ISO 9000(2000)之經營績效與因應對策之研究」,南華大學管理科學研究所碩士論文。林佳靜 (2005),「ISO妙方提升高等教育管理能力」,品質月刊,第四十一卷第三期,43-44頁。
林祥明 (2004),「品質管理系統導入警察派出所之研究」,世新大學行政管理學系碩士論文。林陽助 (1996),「顧客滿意度決定模型與效果之研究-台灣自由小客車之實證」, 國立台灣大學商學研究所博士論文。林興龍、李克文、楊朝明、王英鐘與林峻正 (2001),「ISO 9001: 2000實務與驗證指引」,SGS Taiwan Ltd.。
高旭與陸正平 (2003),「ISO 9001: 2000品質管理應用與稽核實務」,中華民國品質學會,台北。
翁崇雄 (1998),「期望服務與服務績效影響服務品質評量之研究」,台大管理論叢,第九卷第一期,153-176頁。
陳昭雄 (1989),「職業科目教學方法之理論與實務」,師大書苑,台北。
陳啟光、廖世凱、蔡政和與謝安晉 (2008),「流程管理對於推動ISO 9000品質系統成效影響之初探¬-以產品良率為驗證指標」,品質學報,第十五卷第一期,85-100頁。陳淑娥 (2006),「台中地方法院導入ISO 9001服務品質制度之研究」,東海大學公共事務碩士學程在職進修專班碩士論文。陳富祥 (2005),「組織文化、ISO品管制度對內部服務品質與組織績效影響之研究-以台灣區各縣市警察局為例」,南華大學管理科學研究所碩士論文。郭品泓 (2000),「以ISO 9000為基礎之大學教育品質管理系統之架構設計」,中原大學工業工程學系碩士論文。郭建良 (2003),「ISO 9001:2000品質管理系統之關鍵因素與組織績效關聯性之研究-以台灣南部製造業為例」,國立成功大學企業管理學系碩士論文。郭為藩與高強華 (1989),「教育學新論」,正中書局,台北。
張志隆 (1996),「我國高職教師及行政人員對實施教學品質管理態度之研究」,國立彰化師範大學工業教育研究所碩士論文。張興華 (2002),「企業利用ISO 9000協助推動知識管理¬-以獲得ISO 9000認證之公司為例」,元智大學管理研究所碩士論文。程瑋昱 (2000),「ISO9002品質保證制度在學校行政應用之可行性研究:以台北縣市國民小學為例」,國立台北師範大學教育研究所碩士論文。黃旭鈞 (2004),「課程品質管理的理念與策略」,教育研究月刊,第一百二十三期,81-96頁。黃廷合 (2002),「細說WTO及其對台灣經濟的影響」,技術及職業教育雙月刊,第六十八期,1-7頁。黃秋祥 (1999),「ISO 9000應用在行政機關之實證研究」,元智大學工業工程研究所碩士論文。黃炳煌 (1987),「從教學的概念分析談教學設計」,現代教育,第七卷第七期,87-103頁。黃振育 (2001),「解構ISO 9001: 2000標準的理念」,品質月刊,第三十七卷第十期,67-70頁。黃楚棋 (1998),「ISO 9001品質系統於大學教育之應用」,國立台灣科技大學管理技術研究所工業管理學程碩士論文。黃鉦傑 (2001),「以ISO 9000為基於醫療院所推展TQM之研究」,元智大學工業工程研究所碩士論文。趙志揚 (1998),「教學品質與教育系統」,教育實習輔導季刊,第三卷第四期,9-16頁。蔡秀鸞、徐曼瑩與楊玲玲 (1999),「國一學生性教育教學品質滿意度之探討」,醫護科技學刊,第一卷第一期,119-127頁。
劉若蘭 (2003),「從學生滿意度談大學教學成果的提升」,學術廣場,第四十二巻第一期。
劉煒仁 (2001),「品質機能展開應用於教學品質之研究¬-以國防管理學院為例」,國防管理學院資源管理研究所碩士論文。劉澤宏 (2000),「高級中學教學品質視導之研究」,國立彰化師範大學工業教育學系碩士論文。劉毓 (2001),「全球品質管理狂潮-ISO 9001: 2000版的挑戰」,第一版,水星文化事業出版社,台北。
鄭玉琴 (2003),「保險業ISO 9000品質管理制度之有效推動與實施」,逢甲大學保險所碩士論文。戴久永 (1994),「品質管理」,三民書局,台北。
饒達欽、鄭增財 (1997),「談教師教學品質」,技術及職業教育雙月刊,第四十二期,8頁。二、英文部分
Bateson, J. E. G. and K. Hoffman (2002), Essential of Service Marketing: Concepts, Strategy, and Cases, Harcourt, Inc.
Bendell, T. (2000), “The implication of the changes to ISO 9000 for organizational excellence?” Measuring Business Excellence, 4(3), pp. 11-14.
Benshid, F. and A. K. Elshennawy (1989), “Defining service quality is difficult for service and manufacturing firm,” Industrial Engineering, 21, pp. 65-67.
Bessom, R. M. (1973), “Unique aspects of marketing of services,” Arizona Business Bulletin, 20(9), pp. 23-27.
Biazzo, S and G. Bernardi (2003), “Process management practices and quality systems standards: risks and opportunities of the new ISO 9001 certification,” Business Process Management Journal, 9, pp. 149-169.
Bigelow, J. S., C. Johnson, C. A. Cianfrani, and J. Stratton (2001), “Transitioning to the new ISO 9001,” Annual Quality Congress Proceedings, pp. 269-274.
Bonk, C. J. and J. A. Cummings (1998), “A dozen recommendation for placing the student at center of web-based learning,” Educational Media International, 35(2), pp. 82-89.
Bostingl, J. J. (1992), Schools of quality: an introduction to total quality management in education, Alexandria, VA: Association for Supervision and Curriculum Development.
Branch, R.C. (1994), “Common instructional design practices employed by secondary school teachers,” Educational Technology, 34(3), pp. 25-43.
Brow, B. (2001), “Focusing ISO 9001: 2000 on customer guarantees,” Annual Quality Congress Proceedings, pp. 568-577.
Cargill, G. (2001), “ISO 9001: 2000 and customer satisfaction,” Ceramic Industry, 151(12), pp. 18-19.
Chin, K. S., V. M. R. Tummala, and K. M. Chan (2002), “Quality management practices based on seven core elements in Hong Kong manufacturing industries,” Technovation, 22, pp. 213-230.
Churchill, G. A. and C. Surprenant (1982), “An investigation into the determinants of customer satisfaction,” Journal of Marketing Research, 19, pp. 491-504.
Conti, T. (1999), “Quality standards development in a hypercompetitive scenario,” The TQM Magazine, 11(6), pp. 402-408.
Downey, C. J., L. E. Frase, and J. J. Peters (1994), The Quality Education Challenge, Thousand Oaks, California: Corwin.
Fairbrother, R. W. (1996), “Helping students to do open investigations in science,” Australian Science Teachers Journal, 42, pp. 26-33.
Garvin, D. A. (1983), “Quality on the line,” Harvard Business Review, 61(5), pp. 65-75.
Grönroos, C. (1982), “An applied service marketing theory,” European Journal of Marketing, 16(7), pp. 30-41.
Grönroos, C. (1984), “A service quality model and its marketing implication,” European Journal of Marketing, 18(4), pp. 36-44.
Grönroos, C. (1990), Service Management and Marketing-Managing the Moments of Truth in Service Competition, Lexington, MA: Lexington Books.
Jackson, K., R. L. Fink, and J. W. Gillett (2001), “Understanding and implementing the year 2000 change to ISO 9001,” Ohio Journal of Science, 60(4), pp. 52.
Johnson, J. H. (1993), “Total quality management in education,” Oregon School Study Council, 36(5), pp. 1-45.
Juran, J. M. (1986), “Universal approach to managing for quality,” Quality Process, 19(8), pp. 10-24.
Kekkonenoneta, S. and G. B. Moneta (2002), “E-learning in Hong Kong: comparing learning outcomes in online multimedia and lecture versions of an introductory computing course,” British Journal of Educational Technology, 33(4), pp. 423-433.
Kolter, P. (2006), Marketing Management, Eleventh Edition, New Jersey: Prentice Hall.
Kurtz, D.L. and K. E. Clow (1998), Services Marketing, New York, John Wiley and Sons, Inc.
Lawn, M. (1991), “Social constructions of quality in teaching,” Evaluation and Research in Education, 5(1), pp. 67-77.
Letinen, U. and J. R. Lehtinen (1991), “Two approaches to service quality dimensions,” Service Industries Journal, 11(3), pp. 287-303.
Levitt, T. (1972), “Production-line approach to service,” Harvard Business Review, 50(4), pp. 41-52.
Lewis, P. (1991), The Role of Marketing: Its Fundamental Planning Function Devising A Strategy, London: Museums and Galleries Commission and Routledge.
Lock, A., T. Berry, and S. M. Easterby (1998), “Judging teaching quality: the assessment of teaching quality in UK business and management schools,” Management Learning, 29(4), pp. 485-495.
Lundquist, I. (1997), “Quality systems and ISO 9000 in higher education,” Assessment & Evaluation in Higher Education, 22(2), pp. 159-172.
Murphy, J. (1990), “Principal instructional leadership,” in P.W. Thurston and L.S. Loutto (eds.), Advances in Educational Administration, London: JAI Press, Vol. 1. Part B, pp. 163-200.
Parasuraman, A., V. A. Zeithaml, and L. L. Berry (1985), “A conceptual model of service quality and its implications for future research,” Jourmal of Marketing, 49(4), pp. 41-50.
Parasuraman, A., V. A. Zeithaml, and L. L. Berry (1988), “SERVQUAL: a multi-item scale for measuring consumer perceptions of service quality,” Journal of Retailing, 64(1), pp. 12-40.
Pietro, R. (2000), “ISO 9000: what is its impact on performance?” Quality Management Journal, 7(3), pp. 38-54.
Regan W. J. (1963), “The service revolution,” Journal of Marketing, 27(2), pp. 32-36.
Rueda, M. (2002), “How to make e-learning work for your company?” Workspan, 45(12), pp. 50-53.
Russell, S. (2000), “ISO 9001: 2000 and the EFQM excellence model: competition or co-operation?” Total Quality Management, 11(4), pp. 657-65.
Sallis, E. (1993), Total Quality Management in Education, London: Kogan Page.
Sasser, E. W., R. P. Olsen, and D. D. Wyckoff (1978), Management of Service Operations: Text, Cases, and Readings, Boston: Allyn and Bacon.
Singh, G. (2002), “Educational consumers or educational partners: a critical theory analysis,” Critical Perspectives on Accounting, 13(5-6). pp. 681-700.
Storey, S. (1994), “Doing total quality management the hard way: Installing BS5750/ISO 9001 at the University of Wolverhampton. In G. D. Doherty (ed.),” Developing Quality Systems in Education. London: Routledge. pp. 273-288.
Travers, R. M. W. (1981), Handbook of Teacher Evaluation, Beverly Hills, CA: Sage.
Wakefield, R. L. (2001), “Service Quality,” The CPA Journal, 71(8), pp. 58-60.
Waks, S. and M. Frank (1999), “Application of the total quality management approach principles and the ISO 9000 standards in engineering education”, European Journal of Engineering Education, 24(3), pp. 249-258.
West, J. E. (2001), “Implementing ISO 9001: 2000,” Quality Progress, 34(5), pp. 65-70.
Wilson, R. (1988), “Report blasts research universities for poor teaching of undergraduates,” Chronicle of Higher Education, 44(33), pp. 12-13.
Yasenchak, L. (2001), Supply-Chain Integration Critical to ISO 9001-2000, Michigan: Business News Publishing Company.
Zairi, M. (2002), “Synchronisation of TQM,” The TQM Magazine, 14(1), pp. 5-6.
三、網路資源
教育部統計處,主要統計表,2008年5月5日,
http://140.111.34.54/statistics/content.aspx?site_content_sn=8869。
內政部戶役政資訊為民服務公用資料庫,2008年11月,http://www.ris.gov.tw/ch4/static/st0-0.html。
ISO國際標準組織官方網站,2008年11月
http://www.iso.org/iso/en/ISOOnline.frontpage。